About this role.
Peerspace is hiring an entry-level Customer Experience Associate to resolve complex host and guest issues within its two-sided venue-rental marketplace. The role manages escalated conversations through chat, email, phone, and SMS, including booking disputes, cancellations, and adjustments. The associate will use AI assistance and a knowledge base while retaining responsibility for response accuracy, tone, and final decisions. Success depends on empathetic communication, sound judgment, complete case documentation, and meeting response-time and quality targets. The rotating schedule includes primarily weekday shifts with one week per month covering Friday through Sunday.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first acknowledge the urgency and gather the booking details, the host's explanation, and the guest's immediate requirements. I would review available options and policy guidance, communicate realistic next steps clearly, and coordinate an appropriate resolution or escalation. I would keep the guest updated throughout and document every decision in the case record.
I would recognize the customer's frustration and explain the policy in plain, respectful language without sounding scripted. I would focus on what I can do within the policy, such as clarifying options or identifying an appropriate exception path, rather than simply saying no. The goal is for the customer to feel heard even if the final answer cannot fully meet their request.
I would use it to accelerate a draft or surface relevant information, then independently verify every factual statement against the case details and current policy. I would revise the wording for empathy, clarity, and the customer's specific context. I would only send a response once I am confident it is accurate and reflects my own judgment.
I would record the pattern with examples, quantify the impact where possible, and share concise feedback with the appropriate specialist or leader. I would suggest whether the issue appears to be a knowledge-base gap, policy-language problem, or product friction point. In the meantime, I would apply consistent guidance in individual cases and keep notes that can help improve the process.
I prioritize cases by urgency, customer impact, and promised follow-up times, while checking for matters that need immediate escalation. I keep concise but complete notes after each interaction so that context is never lost across channels or handoffs. I also review response-time and quality metrics regularly to adjust my workflow and maintain service standards.
Customer Experience Associate
Peerspace · Customer Experience · Entry level
Peerspace is the leading and category defining online marketplace for venue rentals for meetings, productions, and events. We open doors to the most inspiring spaces around the world, from lofts and mansions to storefronts and studios. Over $500M has been transacted through the platform, and our investors include GV (Google Ventures) and Foundation Capital.
Our people are the heart of Peerspace. We are a team that values inclusion and working cross functionally. Our strategy and objectives are clear and we support one another to exceed expectations. We believe that a healthy company culture creates an environment where people are excited to come into work everyday and contribute to building a successful organization.
About the role
Most routine questions get answered before they ever reach a person. What’s left are the conversations that actually need one: a host and a guest who remember the same booking differently, a photographer whose shoot starts in three hours and the space just fell through, a situation where we don’t have a policy in place to resolve.
That’s the work. As a Customer Experience Associate, you’ll handle the cases that require judgment, empathy, and a bit of creative problem solving; and in the process you’ll learn how a two-sided marketplace actually works, from the inside out.
What you’ll do
Work a queue of guest and host conversations across chat, email, phone, and SMS, focused on the cases that were routed to a person for a reason.
Resolve booking issues, mediate misunderstandings between hosts and guests, and process cancellations and adjustments accurately.
Use our AI assist tools and knowledge base to draft and check responses; then edit for accuracy and tone. You’re the one who decides what actually gets sent.
Look for chances to surprise and delight someone, and take them.
Flag recurring issues, confusing policies, and product friction to Specialists and leadership so they get fixed rather than re-answered.
Hit response-time and quality targets while keeping careful, complete case notes.
Show up for your team: standups, Slack etc… be a part of the culture that makes this a stellar place to work.
What we’re looking for
You lead with empathy and keep the customer’s interest front and center, even when the answer is no. You write clearly and warmly, and you care about grammar and tone. You can carry a case all the way to resolution without being chased, and you know the difference between a call you should make yourself and one you should escalate.
You’re comfortable with technology and genuinely curious about working alongside AI tools. You are confident enough to use them well, but skeptical enough to check their work. New tools and policy changes don’t rattle you. You can read your own queue and quality metrics and do something useful with what they tell you.
On paper, that usually looks like:
1–2 years experience in customer service, hospitality, support, or something adjacent.
Strong writing skills with real attention to detail.
A sense of humor and genuine enthusiasm for helping people.
Bonus points if you have third party marketplace experience.
Additional bonus points for any experience with Intercom.
Schedule – 4 week rotation:
Weeks 1-3:
Monday – Friday; 8 hours/day (hours flexible depending on time zone)
Week 4:
Monday & Tuesday; 8 hours/day (hours flexible depending on time zone)
Wednesday & Thursday; OFF
Friday – Sunday; 8 hours/day (hours flexible depending on time zone)
The hourly rate for this role is $25.00/hour.
Peerspace is proudly certified as a Great Place to Work™ and we’re a remote first company with team members located in cities around the globe. Beyond competitive salary and equity compensation, we provide a range of benefits and perks, including:
● 100% employee coverage of medical, dental and vision insurance
● $500 annual professional development allowance
● Discount on all Peerspace bookings
● Laptop, high res display, and stipend to setup home office
● Monthly cell phone and internet credit
● Annual In person all company offsite and team-building events (in Peerspace locations, of course)
● Wellness Days observed company wide
Diversity
At Peerspace, we’re dedicated to creating a team that’s diverse, equitable and inclusive. Our workplace is a space where all team members are empowered to blaze their own trail, make things happen, and take pride in their work. We believe bringing people together from different backgrounds and identities makes us stronger and better serves the Peerspace community. We’d especially like to encourage applicants from different backgrounds, locations, and experiences.
At Peerspace, we are committed to maintaining a secure and transparent hiring experience. Please be aware that scammers sometimes impersonate companies like ours by posting fake job listings or reaching out to job seekers in misleading ways. All legitimate communication from Peerspace will come from an official @peerspace.com email address. We do not contact candidates through personal email accounts, third-party messaging apps such as WhatsApp or Microsoft Teams, or through the Peerspace platform’s internal messaging system. All interviews are conducted only by phone or Zoom, and we will never ask for sensitive personal or financial information such as your Social Security number or bank details during the early stages of the hiring process. If you receive any message that seems suspicious or does not align with these practices, please contact us immediately at help@peerspace.com so we can investigate. We only post our job openings and process applications, through our official careers page at https://jobs.lever.co/peerspace.
Compensation
Additional Information
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
